[lavanian]

Complaint Text:
Person Filing complaint: Father of the passenger
Reason for person other than passenger filing the complaint: Passenger is presently not in India unable to file this complaint. He has therefore requested me (his father) to file on his behalf

Details of the Complaint:
My son, Nikhil Lavanian, passport Number: F4151054, is a student and was travelling on 14 Sep 2010 on Etihad airways to London, UK from Mumbai, India to join Brunel University for his MBA. Flight ticket No:ETKT 607 2105263418. His decision to book the flight was based on their advertisement providing 40Kgs baggage to students (Advt details can be provided as an attachment by email, if required). The flight was electronically booked by him and one change of date was also made telephonically through their call center(from 16th to 14th Sep 2010). He had clearly explained the fact that he is a student travelling to London and desired the baggage Allowance of 40 Kgs.
In spite of complete action from his end, when he arrived at Mumbai airport and checked in at their counter, he was disallowed the 40 Kgs of student baggage and instead forced to pay around Rs 14,000 for excess baggage over and above 23 Kgs. The actual baggage he was carrying was 39 Kgs, well within the allowed 40Kgs as per their advertisement. In spite of his explanations to Mr Prashant the Check-in Manager (mobile Number: 09833160724) and proving his bonafides as a student (proof: Brunel University joining instructions and other papers were shown) , the ticketing staff refused to allow him a baggage allowance of 40 Kgs.
In desperation and so as not to miss his flight, Nikhil was forced to pay (unjustly) the excess baggage charge by way of his credit card. Calls to their call center, bore no result as they told me to email the complaint to feedback@etihad.ae. The complaint to this email with full details , done on the 14th of sept 2010 is still to bear fruit as of today (07 Oct 2010).

Consequences:
Harassment, mental anguish, monetary loss of Rs 14,000, feeling of frustration at being cheated as for the amount paid he could have traveled by a direct flight to London, and in comfort in some top class airline(this was a hopping flight of long duration).

Relief required:
1. Refund of the Rs 14,000 plus that was unjustly charged.
2. Damages of Rs 75,000 for mental harassment and anguish.
3. Apology for this episode in a public Mumbai newspaper

Advice to All students: Avoid Etihad Airways, instead travel by a decent airline
With warm regards,

Dr D Lavanian
MBBS,MD

[jimworcs]

Relief required:
1. Refund of the Rs 14,000 plus that was unjustly charged.
2. Damages of Rs 75,000 for mental harassment and anguish.
3. Apology for this episode in a public Mumbai newspaper

Excellent complaint. Is there a small claims court in Mumbai? I am sure you would win in any case against them.

However, there is no chance of Item 2 and Item 3!! Why would an airline agree to a public apology in a newspaper? What would be the point of it?

I think a refund of the Rs14,000 plus a voucher for an upgrade or towards a future flight is a more realistic demand.

[lavanian]

Thanks for the reply Jim. I plan to push for all 3. They need to be brought down to earth and made to realize that the customer is NOT a helpless pawn. In fact It would be great if you could help me publicise this far and wide through twitter, emails etc, etc. I am hoping that every customer we save from their trickery (and they lose) would add a molecule of humility into their collective heads.
Let every person who gave them a miss - twitter, email or blog "Etihad cheats - so I gave them a miss!". Please help me to make this a mass movement.

[Etihad Representative]

Dear Mr. Lavanian,

We’re very sorry to hear about the inconvenience you have faced with Etihad Airways.

I have looked into this for you, and can confirm that we have received your complaint, and an acknowledgement of this was sent to you.

This case is currently under investigation and we anticipate a reply to you within 24 hours.

Thank you for your patience and understanding.

Cazzi B … On behalf of Etihad Airways.

[nlavanian]

On 27th Oct, someone from Etihad contacted me about a refund. Its still not been credited my card three weeks hence.